Visitor
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1 Message
BYO has a SIM lock but Xfinity CS says number is unlocked
I have an iPhone 12Pro that was a BYO to Xfinity. The phone is showing a SIM lock but Xfinity customer service says the phone is unlocked. Apple support has confirmed that the phone is showing a policy lock to Xfinity. A ticket has been submitted [Edited: "Personal Information"] but it’s been over 24hrs without resolution. This phone is in limbo until this is resolved and I need it resolved ASAP.
XfinityJustinC
Official Employee
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2K Messages
4 hours ago
Hello, @user_31mel8 thank you for reaching out over Xfinity Forums. I completely understand needing the device unlocked, if it wasn't able to get done previously with anything outlined here: https://www.xfinity.com/support/articles/eligible-to-unlock-phone
From experience, I know that tickets I've opened for unlock requests are worked in the order received and can take up to 7 days. Since you mentioned a ticket was opened previously, I'd like to investigate further to check on the status of the ticket you said was submitted, when you have time. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
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